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What you should do if you are dissatisfied with our service

You can contact us by phone on 0330 159 1530 between 9am and 5pm, Monday to Friday.

You can also write to us at:

Customer Relations Department
Walton Street
HP21 7QW

Or fax to: 0845 835 5765 or  Email us on

If you phone and we cannot resolve your complaint to your satisfaction right away, our Customer Relations Department will take responsibility.

What you need to provide
If you have not already done so, it would assist our investigation if you could provide:

  • Your policy number(s)
  • A clear description of your concern or complaint
  • Any suggestions you may have as to how you would like us to resolve it.
  • Copies of any relevant documents

What we will do
We try to resolve complaints as quickly as possible and, where appropriate, may call you to resolve the issue.

If we are unable to resolve matters by the end of the working day following receipt of your complaint, we will send you a written acknowledgement within 5 working days.

We will aim to complete our investigation, and write to inform you of our final decision, within 4 weeks of receipt of your complaint. However, investigating complaints can sometimes take longer, so if our investigation is not completed within 4 weeks, we will write to tell you why, and when we expect it to be completed.

If, after 8 weeks from receipt of your complaint, we have still not completed our investigation, we will again write to tell you why and when we expect to send you a final response.

If you are dissatisfied with our response or our handling of your complaint
If you are dissatisfied with the outcome or have not received our final response within 8 weeks from receipt of your complaint, you may have the option to refer your complaint to the Financial Ombudsman Service (FOS). This service is an independent adjudicator who can investigate and make decisions about unresolved disputes. Their contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567
Fax: 020 7964 1001

Please note that, if you wish to refer your complaint to the Ombudsman Service, you must do so within 6 months from the date of our final response.